IT Technical Support - Fieldwork - ILOILO

Strategic Networks, Inc.; Iloilo City; On-site; PHP 180,000 - 280,000; Full time

Job summary

Strategic Networks, Inc. is hiring for an IT Desk/End-User Support role in Iloilo City, Philippines. The candidate will provide incident and request management for all end-user devices, covering desktops, laptops, printers, monitors, and VPN access.

Vendors and remote users require on-site repairs and rapid issue resolution. The role involves Windows and non-Windows environments, service levels, and ongoing monitoring of IT equipment to ensure smooth operations.

Qualifications

• Provide incident and request support for end-user devices across desktops, laptops, printers and monitors.
• Experience with Windows and non-Windows operating environments.
• Recommend solutions, including on-site repair for remote users.
• Support end users on hardware, software, LAN components and peripherals.
• Determine and execute system reconfiguration needs.
• Establish end user service level agreements.
• Carry out on-site analysis to resolve desktop problems.
• Supervise ticketing system and ensure timely resolutions.
• Provide status updates to ticketing tools promptly.
• Analyze requests and incidents to drive improvements and compliance.
• Monitor and repair IT/office equipment to ensure smooth software operation.

Responsibilities

• Provide incident and request management support to all end user devices.
• Support Windows and non-Windows operating environments.
• Recommend and apply solutions, including on-site repair for remote users.
• Support end users with hardware/software, LAN components and peripherals.
• Determine and execute system reconfiguration needs.
• Establish end user service level agreements.
• Carry out on-site analysis, identification, and resolution of desktop problems.
• Supervise complaint ticketing system and ensure timely resolutions.
• Provide status updates to ticketing tools promptly.
• Monitor and repair IT/office equipment to keep software running smoothly.

Skills

End-user support

Desktop hardware

Laptop hardware

Printer support

Monitor support

VPN support

Remote support

Windows support

Non-Windows support

On-site repair

Ticketing systems

Remote access tools

System reconfiguration

Service SLAs

Troubleshooting

IT equipment monitoring

Tools

Remote access tools

LAN components

Job description

• Provide incident and request management support to all end user devices. (Desktop, Laptop, Monitor, VPN, Printers, Scanner).

• Experience in Windows & non-Windows Operating environment

• Recommend and apply solutions, including on-site repair for remote users

• Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.

• Determine and execute system reconfiguration needs.

• Establish end user service level agreements.

• Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.

• Supervise complaint ticketing system and follow timely resolution of all work orders.

• Demonstrated ability to provide user support by means of remote access tools.

• Provide status update to the ticketing tools in a timely manner.

• Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.

• Monitor and repair all IT / office equipment and tools and make sure that all software systems are running smoothly.